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Job Details:
Position Name : User Education Associate
Location: Remote
Job ID : b44c857e46588d9f
Description : User Education Associate
We are changing the way Higher Education operates but can’t do it without enabling our end users’ success. The User Education Associate has many responsibilities from researching topics, designing and building content, improving the learner experience, and enabling other teams to educate users on Coursedog in an effort to drive world-class client services which equate to client revenue retention and growth. Your role will be critical in supporting the education of Coursedog’s user base at scale. You will work closely with colleagues in Customer Success, Product, and Marketing to improve the overall user experience.
We are looking for a team member comfortable and confident working with new and diverse digital platforms and tools, specifically ones that will enable us to create engaging and meaningful customer education experiences. Notably, the skillset to create training documentation, training videos, and other visual representation training aids and the skills to lead live or recorded webinar training sessions are the primary skills we are looking for in this role.
Key Responsibilities
You will create and maintain digital training materials – i.e. recorded webinars; training videos, application training “flows” (i.e. visual walkthroughs and callouts of process within the User Interface)
You will contribute to the improvement of our Solutions/Knowledge base in Freshdesk and support maintenance and documentation gaps build-out
You will support the rollout, maintenance, and ongoing enhancements of the in-app user education/helper tool
You will support the build-out and maintenance of all educational and training/learning strategies and content for end-users and administrators including user guides, training decks, etc.
You will partner with key stakeholders to identify needs and objectives and design, develop and implement effective training solutions for face-to-face and virtual asynchronous and synchronous modalities.
You will support the launch of a course offering for new hires and new end users alike (to include assets such as Recorded webinars, Recorded screen-captures, Infographics, Slideshows, Quizzes & knowledge checks) and support ongoing maintenance thereafter
You will work closely with Marketing and Product to offer a cadence of webinars for customers to learn more about new releases, get refreshers and send new users (that may have missed original onboarding and training) for demonstrations.
You will work closely with Marketing for customer marketing initiatives and materials and prospect initiatives that require deeper product knowledge, understanding, and demonstration.
You will work with onboarding teams (Project Managers and Deployment Engineering leads) to determine a more efficient “primitives” approach to training on the platform/shared features vs. individual product offerings to ensure Course dog’s scale.
You will work across teams to develop proof points of solution success to be shared in the sales/marketing process (case studies).
You will deeply understand the Coursedog Platform and Product Suite
You will report on and communicate the results of educational content to cross-functional stakeholders
You will potentially manage online customer community forums – spearheading takeaways on best practices to be communicated/distributed and woven into content and training/onboarding.
Skills Knowledge and Expertise
1-4 years of experience building educational/training content, specifically in digital modalities like video/webinar creation; i.e., experience with video editing
Strong presentation development and communication skills
Demonstrated experience in professional writing
Demonstrated success working with cross-functional stakeholders on projects/deliverables
Hunger for data-driven approaches to action – i.e., desire to track, analyze and draw insights from data whenever possible to inform strategic or prioritization decisions and demonstrated experience where you have put this into practice in previous projects/roles
Must possess a customer-centric mentality; unwavering integrity, attention to detail, and desire to exceed client expectations
Understands best practices around training and customer enablement
Superb time management skills with the ability to prioritize multiple competing priorities
Be comfortable working in a fast-paced, collaborative, remote environment
Passion about building processes, assets, enablement from scratch
Experience working with Higher Education space is a plus
Knowledge of SAAS, product/technology industry is preferred.
Measuring Success
A strong customer education program can have a huge business impact, including increasing customer satisfaction scores, reducing support ticket volume, improving product adoption, driving lead generation, and increasing renewals. A few KPIs the role will drive:
Faster Onboarding
Reduced Time to Value
Improved Customer Adoption / Engagement
Increased flexibility and availability of training for customers
Reduced Support Tickets
Improved Retention, Renewal, and Expansion Rates
Working at Coursedog
Benefits
Healthcare: We pay 99% of your medical, dental, and vision coverage and 75% of the premium for your spouse and/or dependents
Retirement: We offer a 401k plan on day one of your employment.
Paid Time Off: We value work-life balance and provide a high amount of autonomy. In service to this, our Paid Time Off policy has no annual limit.
Remote-First: We value flexible working hours over set hours, results over number of hours, and asynchronous communication focused on transparency over need-to-know access.
Equity: You’ll be contributing to the team’s success, so you deserve to share in it. Every employee on our team gets a meaningful equity allocation.
Parental Leave: To help support new parents in the workplace, we offer 6 weeks of paid parental leave.
Diversity, Equity, and Inclusion
Coursedog is an equal opportunity employer committed to hiring a diverse workforce at all levels of the organization and creating an inclusive environment for all.
We value and encourage the contributions of our employees and strive to create an environment where everyone can reach their full potential and drive outstanding results. We draw strength from our range of interests, backgrounds, and perspectives
We strongly encourage applicants from all backgrounds to apply.
All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.
Accommodations
Accommodations are available for applicants with disabilities in all phases of the application and employment process. On your application, you will be prompted to inform us If you need any accommodation during this process.
About Coursedog
Our mission is to break down barriers to opportunity for students.
Coursedog provides higher ed with modern technology solutions – empowering institutions, students, and communities across the globe.
Coursedog’s founding story is rooted in the desire to help students achieve their highest goals. In 2018, Coursedog’s co-founders and then college students, Justin Wenig and Nick Diao, were frustrated by how difficult it was to get into the classes they needed to graduate on time. After speaking with higher education provosts and registrars to better understand how academic scheduling works, they came away with a vision that permeates the company today.
Coursedog has raised $23m in venture capital as a remote-first hyper-growth startup backed by YC & First Round Capital. We were recently ranked in Forbes top 500 US startup employers and our employee engagement scores rank in the top 5% of tech companies. Learn more about who we are here.
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Our Hiring Process
Stage 1:
Initial Phone Conversation
Stage 2:
Interview with the Hiring Manager
Stage 3:
Reference Check
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